4 Replies Latest reply on Aug 29, 2018 3:52 AM by prabhukumar

    Inbound Subject Keyword Wildcard

    jwwtss Apprentice

      I was curious if the inbound email action setting for the 'update' keyword was designed to use a wildcard for inbound mail.  The reason I ask is to separate two different processes (one for incident, one for requests) but still be able to use the inbound mail to create a note on both processes.  I have it setup currently using the same keyword in both processes but wondered if this was possible.

       

      For example:

      Incident email keywords - "Service Desk Ticket #"

      Request email keywords = "Service Desk Request #"

       

      Keywords with wildcard = "Service Desk * #"

       

      With the wildcard this would be able to catch both inbound and process them correctly based on the mappings that I have created.

       

      Any input would or other ideas would be appreciated.

       

      Jake

        • 1. Re: Inbound Subject Keyword Wildcard
          John Stuart-Robson Employee

          Hi Jake,

           

          You would need to create a seperate inbound mapping for request and incident.  The 'Update' keyword will work for both mailboxes in this sense.

          Using Update {Id} in the subject line sent to [email protected] will update the request.

          Using Update {Id} in the subject line sent to [email protected] will update the incident.

           

          You can't have use a single mailbox and update either a request or an incident based on the subjectline.

           

          Hope that helps.

           

          John

          1 of 1 people found this helpful
          • 2. Re: Inbound Subject Keyword Wildcard
            jwwtss Apprentice

            Thanks John.  That is how I have it setup currently with the two inbound mail mappings and the outbound email to use inbound mail boxes.  The way we have our notifications setup we want to use different wording in the email subject to make it more clear whether it is a request or an incident.  That is why I was curious about the wildcard so whether the subject contained "Service Desk Ticket #{Id}" or "Service Desk Request #{Id}" we would use a wildcard to replace either "Ticket" or "Request" add the note.

             

            I hope that's more clear as to what I am trying to do.

             

            Thanks.

             

            Jake

            • 3. Re: Inbound Subject Keyword Wildcard
              John Stuart-Robson Employee

              Hi Jake,

               

              That makes sense.  You can use the "{Class/Title}" placeholder in the subject of your notifications.  This will state whether it is an incident or request.

               

              Hope that helps.

               

              John

              • 4. Re: Inbound Subject Keyword Wildcard
                prabhukumar Rookie

                Hi John,

                 

                Thanks for the information shared.

                 

                Currently, our system is updating the existing calls using the keyword "Update" from the subject line of emails and then followed by the call reference number so that the updates are patched to the calls (below is an example)

                 

                For request - [R] Update: 108777

                For Incident - [I] Update: 44740

                 

                Is it possible to get the updates getting patched automatically by recognizing the call reference number?

                Regards,

                Prabhu